🚨 Severity Levels in Atom
To ensure efficient attention, our team classifies incidents into three levels based on their impact on your business operations:
Critical: Atom is completely interrupted due to a platform or operating system defect. The unavailability brings serious consequences, such as data loss, business interruption, or significant impact on overall operation. Requires immediate attention.
Severe: The platform presents significant failures that limit full use of main functionalities, but the system remains operational. Although critical operations can continue, the failure significantly impacts performance. Requires priority attention.
Minor / Non-Urgent: This is a minor issue that does not significantly affect daily operations. The system remains functional and users can continue working without major interruptions.
⏱️ Prioritization and Service Times (SLA)
The severity level of the incident and the Atom plan you have contracted play a fundamental role in defining the priority of attention.
Below, we detail the Service Level Agreements (SLA) for first response and estimated resolution times for each case:
Contracted Plan | Severity Level | First Response | Resolution Time |
Enterprise | Critical | < 2 hours | < 12 hours |
| Severe | < 4 hours | < 3 days |
| Minor / Non-Urgent | < 8 hours | < 5 days |
Professional | Critical | < 4 hours | < 24 hours |
| Severe | < 8 hours | < 5 days |
| Minor / Non-Urgent | < 24 hours | < 15 days |
Team | Critical | < 6 hours | < 48 hours |
| Severe | < 12 hours | < 8 days |
| Minor / Non-Urgent | < 48 hours | < 20 days |
Stay calm in the face of any eventuality! 🚀
Knowing our response times and severity levels will allow you to have clear expectations and know exactly how our support team will work to keep your operation always on track. ✅